Careers

Customer Service Assistant at Transport for London

What is a Customer Service Assistant?

Interested in a varied role where you’ll have a positive impact on thousands of customers’ journeys? Want to work for one of London’s most iconic modes of transport? With a career in customer service, you’ll be interacting with many different people to bring them the best service possible, in a role with lots of variety and great opportunities for career progression.

Your main mission in this role is to deliver excellent customer service to all customers of the London Underground. This includes assisting customers at the self-service ticket machines, assisting elderly passengers onto the platform, attending the automatic ticket barriers and helping to reduce service disruptions on the platform.

DID YOU KNOW? The busiest tube station is Oxford Circus, used by around 98 million passengers in 2014.

So tell me more about how to be a Customer Service Assistant

As this is an entry-level customer service position, there are many routes into the role. It’s a good idea to think of some examples of where you’ve previously used your customer service skills to talk about during an interview.

You could start out as an apprentice customer service advisor with Transport for London. This is a great way to learn how an underground station operates. From there, you can build up your customer service skills to progress into becoming a customer service assistant.

Becoming a Customer Service Assistant… What does it take?

To become a customer service assistant, you’ll need to have confidence when talking to the public as well as good numerical skills. Studying maths at school is important for showing that you already have the skills to be able to count money from ticket machines.

As well as this, you’ll need to have a good overall understanding of the London underground system, which you will build upon during employment. You’ll start to become a human journey planner for customers by answering their queries on the best route to take!

ICT tools are providing customer service assistants with more information in real-time to help customers so confidence with mobile devices and apps is increasingly important.

Learning and development courses and training to build your career

When applying for this role, you’ll need to demonstrate how you’ve used your customer service skills. These are transferable skills which you can learn in all kinds of jobs and work experience, from hospitality to retail. You may also have examples from outside of the workplace where you have supported or assisted someone – this can also be considered to be customer service. One way to build upon these skills is to take a course in customer service, which will prove to an employer that you are a dedicated. You can search for customer service courses near you using the Course Finder.

As well as this, you’ll receive training during your employment as a customer service assistant. You’ll also obtain the basic skills licence for station assistant along with other licences depending on which underground station you work in.

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